Vice President FOCUS BARI, CX & Innovation
Truth and Myths about Customer Experience across Generations
Live VOC (Voice of the Customer Session)
Almost any business today is challenged to offer amazing customer experience to customers belonging to different generations.
· … but, which are the critical customer experience dimensions per generation?
· Do customers coming from different generations have the same values, needs, behaviors or expectations when dealing with your organization?
· How can an organization cover, or even better, exceed expectations of customers belonging to different generations?
· How can you offer seamless customer experience to the uneasy millennials and the settled matures of the salient generation?
Let us discover the responses to the above challenges based on research findings as well as input by customers themselves, during a discussion among representatives of each generation and cx professionals “live” on the stage of 4th Customer Experience Festival!
Anna is Vice President of Focus Bari, responsible for company’s specialization in Customer Experience and Innovation, role which she undertook after becoming a NPS2 Certified Associate by Satmetrix®
Anna started her career in Market Research in 1994 and joined FOCUS BARI in 1996 as a Qualitative Researcher. For many years she was General Manager of Ad Hoc Research having among her responsibilities department's day to day management, company’s international projects and new business development with focus on market research’s transition in the digital era. Since 2003 she is a partner and member of company’s Board of Directors.
After 20 years of successful involvement in market research she is still passionate in studying market trends & consumer insights and how these lead to actionable business decisions. She has extensive experience in designing & handling demanding qualitative and quantitative projects, with a wide spectrum of collaborations in both B2C and B2B sectors.
Anna holds a Bsc in Psychology from the University of Athens and a MSc in Child Development from University of London. At 2012 she “went back to school” to attend a Diploma in Digital Marketing by EEDE/Carted Institute of Marketing.
Since 2006 Anna represents FOCUS BARI in Iris network (International Research InstituteS) and is active in business articles and conference presentations in Greece and abroad. Since 2014 she participates in volunteering initiative about Digital Marketing (iMarketingSociety) and is a visiting speaker in post graduate course (DigiMa) of Athens University of Economics and Business (AUEB)